Responsibilities

• Lead the delivery of all CRM campaigns, lifecycle programmes, and triggered communications across channels
• Translate customer strategy into scalable, automated journeys and campaign plans that drive measurable behaviour change
• Design and deliver lifecycle programmes across acquisition, onboarding, activation, retention, and win-back
• Own CRM performance, driving continuous optimisation through testing, insight, and data-led decision making
• Improve key metrics including conversion, engagement, retention, and customer lifetime value
• Embed a customer-first, lifecycle-led approach, increasing the proportion of always-on automated activity
• Establish efficient operating models, including agile delivery, prioritisation frameworks, and campaign governance
• Collaborate cross-functionally to align CRM activity with broader product, marketing, commercial, and operational goals
• Lead end-to-end performance reporting, ensuring clear visibility of campaign impact, funnel progression, and growth contribution
• Own CRM platform and data enablement, ensuring robust automation, accurate targeting, high data quality, and reliable reporting

Requirements

• Experience leading or supporting a CRM campaign delivery function or team
• Proven ability to translate CRM plans into structured, executable campaign activity
• Comfortable managing end-to-end delivery of CRM campaigns, from planning through to deployment and performance tracking
• Hands-on experience working with CRM or marketing automation platforms to build and execute campaigns
• Experience designing and implementing A/B testing within CRM campaigns to support continuous improvement
• Strong operational focus, with experience managing delivery plans, timelines, and campaign workflows
• High level of accuracy and attention to detail when building, reviewing, and deploying campaigns
• Experience working with campaign plans and ensuring activities are delivered in line with agreed priorities and schedules
• Understanding of CRM campaign processes, including segmentation, QA, approvals, and deployment
• Ability to take strategic or high-level plans and translate them into clear, actionable delivery outputs
• Experience working collaboratively with cross-functional teams to ensure campaigns are delivered effectively

Benefits

• Competitive contributory pension
• Occupational sick pay
• Long-service awards and refer-a-friend bonuses
• Professional registration fees covered (GPhC, NMC, CIPD and more)
• Cycle to Work and Green Car schemes (subject to eligibility)
• Enhanced maternity and paternity pay
• Flexible hybrid working to help balance work and home life
• Private healthcare insurance at discounted rates (Aviva)
• Employee Assistance Programme and in-house mental health support
• Access to discounted gym memberships via Blue Light Card and benefits schemes